AccountId: 011433970860
ContactId: 73a920e3-79a0-4063-abb2-402733b76727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192949 ms
Total Talk Time (AGENT): 104958 ms
Total Talk Time (CUSTOMER): 61938 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/73a920e3-79a0-4063-abb2-402733b76727_20250411T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] again. How you doing?
[AGENT][POSITIVE] Oh hey. Hey, [PII]. I'm all right. How about you?
[CUSTOMER][NEUTRAL] It's good sorry to call you back. I had one more person call. I said, let me, let me double check this one, just.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah that's all right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Just got one person. I have a policy number when you're ready.
[AGENT][NEUTRAL] All right, [PII], and the phone number is [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I only still have that since we just talked.
[AGENT][NEUTRAL] OK. And what is um the patient's policy number, but yes, I can help you with this one.
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] Thank you, it's 258-002-2.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um OK.
[CUSTOMER][NEUTRAL] And her mother is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and uh let's see.
[AGENT][NEUTRAL] And [PII], just go ahead and verify your email again.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Alright, and what is the date of service for her in total bill amount?
[CUSTOMER][NEUTRAL] Um, I think it's a big one. she had brain, emergency brain surgery, I believe, came out of nowhere that I know of. Um, I think it was [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so yes, I do see that we have received a claim for that data service. Uh, this claim was processed on [PII].
[AGENT][NEUTRAL] And this one is also for a direct deposit. The benefit amount paid on this claim, [PII], was $3000 even.
[CUSTOMER][NEUTRAL] OK, 3000 and it was ACH.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] That is correct, yes. So if they don't, they may already can see that typical it went through on the [PII]. Yeah, maybe today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if not, should be by Monday I would think with the 2 to 3 business days. So do we need to go over all of the line items on this one?
[CUSTOMER][NEUTRAL] That'll work.
[CUSTOMER][POSITIVE] No ma'am, no ma'am, that's all I needed to know. I, I'm, I'm sure she's gonna be happy because I know she's going through a lot and having to come out of pocket a bunch, I think so.
[AGENT][NEUTRAL] No, OK.
[AGENT][POSITIVE] Uh, absolutely, yeah.
[CUSTOMER][NEUTRAL] But we
[CUSTOMER][POSITIVE] We appreciate it very much and uh thank you for your time today.
[AGENT][POSITIVE] Well, you're certainly welcome. Absolutely, you're welcome. So, anything else at the moment I could help you with?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] OK, you too, [PII]. And still, I hope you and your family have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] All right, thank you and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.